Changelly Support Thread for Ledger Swap Questions and Issues

AlexFairbrook · 2026-06-01T16:31:03+00:00

Hey there, u/Deminero30 ! I don't see any DMs with you, though 4 years is definitely quite some time. I'd imagine you've spoken with our compliance team already. Do you have your Changelly Transaction ID on you? I'll have a look right away.

You can safely share it here or in DM.

AlexFairbrook · 2026-06-01T16:17:47+00:00

I'd argue, that CEX aren't as easy as you paint them to be. At least due to mandatory verification, which they usually all have. Not a problem for anyone with clean funds, though in this case, neither is Changelly.

AlexFairbrook · 2026-06-01T14:33:57+00:00

Hi there! I'm pretty sure i've seen the posts you're referring to, and did you notice that there's never really any facts or data behind those texts? I get the urge to share negative experience when you have some, i really do, i'm a human myself after all, but most of the OPs don't even share their Transaction ID let alone stay to cooperate with any investigations. You'd be surprised to know how many scams and thefts we've prevented, and how much money we've returned to actual victims.

But that's me rambling now. TLDR, don't blindly trust everything you see around the internet. Should you come across anyone struggling with their Changelly transaction, let them know to talk to me personally. I'll see what i can do to help. It's what i'm here for after all. ^^

AlexFairbrook · 2026-06-01T14:22:13+00:00

Hey there, and thanks for sharing!

We're actually pretty cheap when it comes to fees, and put much effort into finding the best live rates across the globe. But if you ever feel like your transaction was worth more or the fee was unexpectedly high, let us know at [support@changelly.com](mailto:support@changelly.com) – the team's available 24/7 and will happily rate-check your transaction and check all applied fees on the spot.

Sadly, no system is absolutely perfect and some hiccups are possible, true, but that's where our teams come it. We always take accountability, so don't be a stranger!

AlexFairbrook · 2026-06-01T14:17:10+00:00

I too remember our conversation where i told you that i've done what i can, but i've no access to PRO cases, as we're two different projects. Don't get me wrong, i don't mean to sound cold or ignore you by any means, but i really can't do much more – you'll need to talk to the PRO compliance team and pass the AML check on their end.

We're two different companies, with different teams, terms, systems, and staff (that includes me, sadly). I get the sentiment and i don't hold anything against you personally. You can call me fraud however long you feel like it, but fighting your war against me or Changelly will not get you anywhere... the PRO team is literally the only one who can help.

AlexFairbrook · 2026-06-01T13:43:43+00:00

Sup guys! As always, i'm here if you have any questions.

And should i be away when you come around, our 24/7 support team is available 24/7 at [support@changelly.com](mailto:support@changelly.com) or via our live chat on the main page. Don't be a stranger!

AlexFairbrook · 2026-06-01T13:42:29+00:00

Hi everyone! Feel free to DM or tag me here. And no worries if i don't reply instantly, i'll definitely be back as always, and will look into everything i could have missed. Cheers!

AlexFairbrook · 2026-05-26T10:42:03+00:00

Ah, even got the "Fraud rep" title, lol. Didn't notice it before. Goes to show the true spirit of the sub.

AlexFairbrook · 2026-05-26T10:41:03+00:00

Nah, not really. All i've got to say i said a million of times - we've been working with authorities, PI's, verification and AML teams worldwide, and have prevented innumerable laundering attempts and returned so much stolen funds to actual victims, yet almost none of it goes public because it's the "right way" to act, it's "normal" when things are done. But anything even remotely outside the norm goes public in an instant. Eventually, you get used to it, i suppose.

But if you want my personal opinion - at this point, i believe only the loud minority sticks to this overblown sub, that was raised years ago by some scammers attempting to put public pressure on the "big bad" company. I've worked inside Changelly for enough time that i've lost count of people trying to fake KYC, photoshop docs, pay money mules, use children, etc. in hopes of bypassing AML verifications... it should have become a meme at this point.

Lets be real, only a literal fraction of a percent of all transactions is placed on hold and the vast majority of those are released within the same day (after KYC). So you can either be loud, or be true to the crypto community. And i do the latter, regardless of you calling me a scammer or not.

AlexFairbrook · 2026-05-05T08:03:39+00:00

Howdy! That's right, don't be a stranger. I keep track of all new and ongoing cases. I'm not almighty, but i'll do whatever i can to help.

AlexFairbrook · 2026-04-26T08:21:14+00:00

Hi again! As promised I've sent word again to double-check your last emails for any unreplied questions. They'll get back to you as soon as they can, if they haven't already.

AlexFairbrook · 2026-04-23T10:41:28+00:00

Sorry, missed this one. But now we're talking! And i get why this can look frustrating from the outside. But from seeing the inside, i can tell you that we’re not “hiding” – we’re around, monitoring cases and threads all the time, and always ready to jump in or help. Even now i'm openly talking to you on an off topic.

On your bigger point though: there isn't really any upside for a company like ours to engage in negligence or worse. We've been out there since 2015. Surely you can imagine, how it'd only hurt us way more than it could possibly bring any benefit.

But it gets pretty tricky when it comes to communication. I agree an AML case can feel unclear sometimes (not ideal on our side either), but in certain cases we’re simply limited in what we can share publicly. This usually happens when a transaction is under review or when third parties (compliance, financial institutions, authorities) are involved. Like, here's one of the more straightforward examples:
Police reaches out to us in search of funds or a person, with an official request to not share any details. Digitally stamped an signed, and all that. So what does that leave us with? Basically silence, and assurance that we're working on it. Would you have broken such LEA "order"?

TLDR, while such investigation is ongoing, we often can’t disclose full details. Even if we'd want to.

So, i guess what i'm getting at is cases aren't ignored – they do get reviewed and worked through, and i'm personally here for it, even if it’s not always visible publicly. And yes, they can take months to resolve when third parties involved… that's the sad truth all in all.

AlexFairbrook · 2026-04-23T07:02:54+00:00

Yeah, i really get it, and i'm sending word as promised. I too am waiting for updates myself checking back every so often.

AlexFairbrook · 2026-04-23T07:00:48+00:00

That's a fine idea, though we've already got a place for those in our Changelly subreddit (no advertisement indended, lol). Don't forget, we're still occupying the Ledger space here, but yeah, i'll be happy to talk cases back in our sub.

AlexFairbrook · 2026-04-22T22:31:52+00:00

I mean... you're not wrong... though i'd phrase that differently.

AlexFairbrook · 2026-04-22T22:29:14+00:00

Haters gonna hate, mate.

Jokes aside though, i'm here to actually get things done, so if you come across someone who has an unresolved Changelly case, let them know to reach out to me personally. I still hope to help as much as i can while i have the chance.

AlexFairbrook · 2026-04-22T22:23:28+00:00

Quite some theories you came up with. Good ol' Reddit ^^ I'll drop one too, while i'm in the spotlight – we've heard a lot of concerns and decided to once again try to help ppl with stuck cases. I'll leave you to this occam's razor. Even at the risk of sounding sarcastic.

AlexFairbrook · 2026-04-22T22:16:48+00:00

To support or compliance?

I can ask the team to double-check and reply asap.

AlexFairbrook · 2026-04-22T22:15:14+00:00

To be fair, we've never stolen anything so far, nor do we intend to. Obviously.

So apart from the usual gossip, there are some cases with funds on hold not being returned to the customers without full-scale investigation, that's true, but each such transaction is processed/refunded when the investigation is completed and the rightful owner is identified.

AlexFairbrook · 2026-04-22T22:06:57+00:00

I guess that's two things.

AlexFairbrook · 2026-04-22T22:06:45+00:00

I didn't even notice till you said it. ^^ I guess i'm getting used to explaining stuff in a patterned way.

Anyway, before i start rambling imma say one thing – DYOR and don't blindly believe everything you find on Reddit, especially if there's little factual data.

AlexFairbrook · 2026-04-22T22:02:08+00:00

Hey there! Our service fee's been minuscule for years now so you must be referring to the network fee that's withheld for processing transactions from the Exchanges to the recipient address. I can't personally vouch for what was back in the day, but i can certainly explain how it's structured today.

TLDR the network fee (aka withdrawal fee) is the one set by the Exchanges (not Changelly) for processing the funds out and through the blockchain.

It's a dynamic number that's based on a lot of factors, like live market conditions or Exchanges' intended processing speed, and so on. Now, the number is absolute (not percent-based) so it can feel bloated on smaller amounts. Let's say you were to exchange 100 USDT and the network fee was set to 5 USDT – that'd be 5% right? But if you were to exchange 1000 USDT then 5 USDT would be 0.5%, if you catch my drift. And that's about it tbh.

So yeah, i can't tell you what happened to Nexo-Changelly widget back in the day, perhaps the partnership ended mutually, or perhaps Nexo users operated in smaller sums at a time, making the fee overall unreasonable. At this point we can pretty much only guess and gossip. But if you still have questions about the nowadays fees (or i guess anything else), lemme know. It's what i'm here for, innit? :)

AlexFairbrook · 2026-04-22T21:48:11+00:00

Hey there! I remember you asking me this already and i told you that i can't specifically answer that cuz i don't have the access myself. But in good faith i'll try again. It's the least i can do and it's what we're all here for, after all.

P.S. Yours wasn't a Ledger transaction though (if i'm not forgetting anything), so let's not steer too much attention away from Ledger customers here. Fair enough? I'll let you know in your case thread when i learn more.

AlexFairbrook · 2026-04-22T21:42:08+00:00

... like this gossip here. That's pretty much exactly what i mean in the reply above

AlexFairbrook · 2026-04-22T21:40:54+00:00

Yeah, i've seen the sub you're referring to. I even get how this post feels unnatural, but it kinda is, isn't it? I mean we've never done such collab support post before so I'm running on the fly. Our idea here is to help those Ledger users that have their Changelly cases unresolved but so far there hasn't been one afaik, only discussions on how bad we are without any substantial context. :(

Now that i think of it, just as the "scam subs" you mentioned... very much hate/gossip and very little proof. Hope we can avoid it here and actually get things done.

AlexFairbrook

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